MS 365 does not install properly on MacBook

Question

MS 365 does not install properly on MacBook

Gunjan 0

I have tried to install MS 365 3 times onto my macbook pro and everytime MS autoupdate either gives me an error message that an upgrade is required or it downloads, but then when I open excel or word, the program shows me that it is the version that I purchased in 2019. I cannot set up outlook either. I have also tried deleting the old versions of MS office and reinstalling 365. But I get the same problem. How do I fix this? I have OS sequoia.

3 answers

Your answer

Answer 1

Kartik Jangid 0

I am <PII removed>

Answer 2

Kartik Jangid 0

Excel Not Working

Answer 3

Dora-T 8,520 Microsoft External Staff Moderator

Hi Gunjan
Thank you for reaching out to the Microsoft Q&A Forum and sharing your issue.

I understand how frustrating it can be when you're trying to install Microsoft 365 on your MacBook Pro.

Please follow the instructions in this article to completely uninstall Office before reinstalling it:

Troubleshoot Office for Mac issues by completely uninstalling before you reinstall - Microsoft Supp…

After that, please try signing in with the correct account and follow the steps to reinstall Microsoft 365 using this guide: Download, install, or reinstall Microsoft 365 or Office 2024 on a PC or Mac - Microsoft Support

Once the installation is complete, please check if you can sign into Outlook again.

I hope this helps! Please feel free to let me know how it goes when you have the chance to try it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Gunjan 0 Reputation points

2025-12-03T16:18:38.73+00:00

Hello Dora, MS 365 I followed your instructions and MS we can 365 seems to have now installed but when I try to set up outlook I get this message? How do I resolve this?
Gunjan 0 Reputation points

2025-12-03T16:26:42.4566667+00:00

This is an additional error message
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-04T12:54:55.7166667+00:00
Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Gunjan

Thank you for your update. I’m glad to hear that the installation issue has been resolved, and I appreciate you providing the additional screenshot.

Could you please check whether you are able to sign in to Outlook on the web using the same account?

In the meantime, you may consider trying the steps below to see if they help:

Add your email account again in Outlook for Mac:

-Open Outlook > Tools > Accounts > + Add Account

-Enter the email address of the account > Follow the prompts to complete the setup > Done

For further details: Add an email account to Outlook for Mac - Microsoft Support

Create a new Outlook profile:

For your reference: Manage profiles or identities in Outlook for Mac - Microsoft Support

Create a new macOS user profile:

You can refer to these links for more information:

Add a user or group on Mac - Apple Support

Set up local macOS accounts - Apple Support

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

I look forward to your response.
Gunjan 0 Reputation points

2025-12-04T16:40:58.4766667+00:00

Hi Dora T, when I tried to login to outlook using the MS website, it asked me to create an email address with the ending @outlook.com. Only then did it take me to outlook webmail. But it looks as if the associated email address is ******@outlook.com. I also tried option number one, adding my email address using the Tools> add account function, but that gives me the exact same error message. The app keeps trying to automatically connect me to MS 365. I have not tried option 3 or 4 yet. Why is this so complicated? I am almost ready to cancel my subscription. The main reason I upgraded was to continue using outlook..
Gunjan 0 Reputation points

2025-12-04T16:48:56.7933333+00:00

Option 2 also does not work and no one else uses my computer so I don't see how option 3 would work either.
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-05T14:50:36.2266667+00:00

Hi Gunjan

Thank you for your response. I truly appreciate your patience and the effort you’ve put into working through this issue.

Based on my experience, several users have mentioned that creating a new macOS profile helped resolve issues that persisted even after other troubleshooting steps.

While I don’t have access to environment to provide deeper assistance, I will do my best to support you with the resources available to me. You might consider trying step 3 to see if it makes any difference.

Thank you again for your understanding.
Gunjan 0 Reputation points

2025-12-05T17:18:02.7833333+00:00

Hi Dora, I created a new Mac OS user profile, logged back into my computer using the new profile and then opened outlook and tried to set up an email account using my preferred email address (the same email address that is associated with my MS account) and I got the same error message. What are my options now?
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-08T06:51:00.0966667+00:00

Hi Gunjan

I’m very sorry to hear that the issue is still happening, and I truly apologize for the inconvenience this has caused.

In the meantime, I recommend reaching out to Microsoft Support directly if you’re using a Microsoft email address. They will be able to take a closer look and provide deeper assistance:

-For personal Microsoft accounts: Contact - Microsoft Support

-For business accounts: https://admin.microsoft.com > Help & support. For more information about how to contact Microsoft Support, please refer to this article: Get support - Microsoft 365 admin | Microsoft Learn

As a moderator, I don’t have access to your account or environment to investigate further, but I will continue to assist as much as possible with the resources available.

Please let me know if you have any other questions.
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-09T04:18:00.53+00:00

Hi Gunjan

I just wanted to follow up to see if you had a chance to review my latest response or contact Microsoft Support as mentioned earlier.

If you have any updates, please feel free to let me know.
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-11T06:31:40.3+00:00

Hi Gunjan

Is there any update from you?

If yes, please feel free to let us know.
Gunjan 0 Reputation points

2025-12-11T15:58:39.8766667+00:00

Hi Dora, I have not had a chance to contact MS support. I will do so now.
Gunjan 0 Reputation points

2025-12-11T17:14:01.5966667+00:00

Hi Dora, I contacted MS support and was chatting for about 40 minutes, In the end I solved it myself. The problem was that the options that the support person was telling me to click on were not what I was seeing on my screen. In the end, I clicked a box that said "not Microsoft 365" and that took me to a window where I could manually enter my email provider information. But I do have a Microsoft 365 subscription. This seems to be a bug in the software as it did not let me manually set up my email account settings and always automatically tried to connect to MS 365 as soon as I typed in my email address. There was no "advanced settings" options either. It's now solved. Thank you
Dora-T 8,520 Reputation points Microsoft External Staff Moderator

2025-12-12T05:13:15.6933333+00:00

Hi Gunjan
Thank you for the update.

I’m really glad to hear that your issue has been resolved.

If you have any other questions, please feel free to let us know.

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MS 365 does not install properly on MacBook

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